Refund Policy

Last updated: 1 October 2026

This policy is issued by Artsadeem Trading (Dubai Professional Licence No. 1615127) and applies to every Order placed on artsadeem.com and the Artsadeem apps. It does not reduce your rights under Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulation (Cabinet Resolution No. 66 of 2023) or Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.

1. YOUR RIGHT TO A RETURN, EXCHANGE OR REFUND

You may return an Item and choose a refund, a replacement or (where possible) a repair, at no cost to you, if the Item:

a) arrives damaged, broken, defective or incomplete;

b) is different from its description, photos or stated specifications, or is the wrong Item;

c) does not comply with UAE law or with our Terms; or

d) is delivered so late that it can no longer serve its purpose (see section 7).

Artsadeem handles your claim directly, even though the Item was sold by an independent Seller.

2. HOW AND WHEN TO REPORT A PROBLEM

2.1 Go to Dashboard → Orders → the order → "Report a problem", choose the issue and upload clear photos (outer packaging, the damage and the whole Item). You can also contact us at [email protected] or +971 50 363 2373.

2.2 Visible transport damage: please report within 48 hours of delivery and keep all packaging, so that we can claim from the carrier.

2.3 Wrong, incomplete or not-as-described Items: please report within 14 days of delivery.

2.4 Hidden defects that only appear later: contact us within 30 days of the defect appearing.

2.5 Reports made after these periods are still considered under UAE law; reporting quickly helps us resolve your claim faster.

2.6 Please do not use the Item beyond what is needed to check it, and keep it in the condition in which it was received while your claim is open.

3. RETURNING AN ITEM

When a return is approved we arrange collection by Aramex at our cost, or send you a prepaid return label. Pack the Item securely, ideally in its original packaging. Original artworks must be returned in a condition that allows them to be inspected.

4. CHANGE OF MIND

Original artworks and catalogue products are not returnable simply because you changed your mind, unless the listing states otherwise. This does not affect your rights in section 1.

5. ITEMS THAT CANNOT BE RETURNED (UNLESS DEFECTIVE OR NOT AS DESCRIBED)

a) works made, personalised or commissioned to your specifications;

b) books, once received, and digital content that has been accessed beyond the limits in section 9;

c) Items that cannot be restored to their original condition for hygienic or similar reasons once opened;

d) Items you accepted with a defect that was disclosed to you before purchase and noted on your invoice.

6. CANCELLING AN ORDER

6.1 You can cancel free of charge before the Seller hands the Item to the courier: contact us with your order number. You receive a full refund, including shipping.

6.2 If the Seller cannot fulfil your Order, or the Item turns out to be unavailable, we cancel it and refund you in full.

6.3 Once the Item has been dispatched, it can only be returned under sections 1 to 4.

7. LATE DELIVERY

If your Order has not been handed to the courier within 10 days of payment, or has not been delivered within 30 days of payment (45 days for international destinations), you may cancel it and receive a full refund, unless the delay was caused by incorrect address details, customs holds or your unavailability.

8. TRANSPORT LOSS AND DAMAGE

If a parcel is lost or damaged in transit, we handle the claim with Aramex. You do not have to wait for the carrier's decision: once the loss or damage is confirmed, we refund or replace the Item.

9. COURSES

9.1 You can ask for a full refund within 7 days of buying a course if you have opened no more than 20% of its lessons.

9.2 You are entitled to a full refund at any time if the course cannot be accessed or is materially different from its description; a partial refund may be offered if only part of the course is affected.

10. EXHIBITION AND EVENT TICKETS

10.1 If an event or paid exhibition is cancelled, or its date is changed and you cannot attend, you receive a full refund.

10.2 Otherwise, tickets can be refunded on request up to 7 days before the event starts.

11. HOW REFUNDS ARE PAID

11.1 Refunds go back to the original payment method: card refunds through Stripe and PayPal refunds to your PayPal account (in US Dollars, for the same USD amount you paid).

11.2 We process refunds within 14 days of approving your claim or receiving a returned Item. Your bank or PayPal may take a further 5 to 10 business days to show the refund.

11.3 Shipping charges are refunded whenever the reason for the refund is ours or the Seller's (sections 1, 6, 7 and 8).

11.4 We are not responsible for differences caused by your bank's currency conversion or fees.

12. CHARGEBACKS

Please contact us before asking your bank for a chargeback; most problems are solved faster directly. Chargebacks for Orders that we have already refunded may be disputed.

13. CONTACT AND ESCALATION

Artsadeem Trading — Office 43-44, Dubai Municipality Building, Al Fahidi, Bur Dubai, Dubai, UAE — [email protected] — +971 50 363 2373.

If you are not satisfied with our answer, you can contact the consumer protection authority of the Department of Economy and Tourism in Dubai (www.consumerrights.ae) or the UAE Ministry of Economy.